1. Watch our arrival experience guidance video
This short video will take you through the arrival elements that you will need to consider.
Improving the arrival experience you offer
Providing visitors with a high quality arrival experience can be crucial. This is irrespective of the type of business you operate.
Benchmarking against some of the best attractions that Scotland has to offer can help you to raise standards and deliver success.
2. Best practice examples
Browse the following arrival elements we assess. These are some of the best practice examples of businesses that have achieved the highest scores.
Please note that all specific examples should be taken as general guidance of 10/10. There may be some changes in standards since those scores were awarded.
All grounds from driveway entrance to front door. The area that is "read" by the visitor as being under the control of the business.
Some demonstrations of best practice can be seen in the following examples:
The Scottish Parliament
Image credit: VisitScotland / Kenny Lam
- grounds presented in an excellent condition and clear evidence of ongoing maintenance
- the use of high-quality additional features to enhance the grounds
- ample provision of high-quality seating, picnic tables and bins
- no "owned" parking available, so not assessed
Ingliston Country Club
- outstanding presentation of arrival space – high quality tables, chairs, planters and enhancements, all in pristine condition
- high quality parking surface in excellent condition (no visible signs of wear and tear)
- individual parking bays clearly marked
- all parking zones clearly marked
- ample parking provision
-
separate coach and accessible parking available
This section looks at the intrinsic quality and condition of buildings. This includes signs of wearing and weathering, and effort put into creating excellent first impressions.
You can do so by using enhancements such as window boxes or hanging baskets.
Jacobite Tours Inverness
Image credit: Jacobite Cruises
- ticket office of a high intrinsic build quality and in excellent condition with pristine paintwork and woodwork, no evidence of wear and tear
- windows and entry doors free from clutter – displays and notices in excellent order
This section looks at the intrinsic quality and condition of buildings. This includes signs of wearing and weathering, and effort put into creating excellent first impressions.
You can do so by using enhancements such as window boxes or hanging baskets.
The Macallan Distillery
Image credit: VisitScotland / North East 250 / Damian Shields
- building of a high intrinsic build quality and in excellent condition
- pristine paintwork and woodwork
- windows and entry doors free from clutter
- external lighting used as a feature and enhances the building
- enhancements used to raise the overall quality of the property
Clydeside Distillery
Image credit: Clydeside Distillery
- immaculate presentation
- excellent "marriage" of old and new, with older section having clean stonework and well maintained
This section looks at all arrival signage from the driveway entrance, car park to the entrance/arrival desk and all areas in between.
Intrinsic quality and condition, positioning, design and information contained on signage are all important aspects to consider.
Beinn Eighe Visitor Centre
- outstanding materials (locally sourced wood, acrylic, aluminium, illuminated/lightboxes, digital) used in signage construction – Benn Eighe Visitor Centre uses high-quality local wood and all signs are in excellent condition
- corporate identity
- innovative design, co-ordinating with the theme
- all signs clearly visible and logically positioned
- clear and easy to understand with opening hours and "welcome" in foreign languages
Speyside Cooperage
Image credit: VisitScotland / North East 250 / Damian Shields
- comprehensive system of signage
- clear corporate branding
- high quality materials used, all in excellent condition
Black Watch Castle and Museum
- simple system of signage – clear what experience can be enjoyed at the Museum, opening hours and comprehensive pricing information included
- repetition of key messages: on entry to car park, in car park and again repeated prior to entering the building
- corporate branding, professional finish
- high quality signs, easy to see, and in immaculate condition
Scoring in this section covers any physical displays of pricing information encountered upon arrival from the turn in to the car park to the reception /admissions area.
Grading is on quality and condition, positioning, and comprehensive content of price displays.
Museum on the Mound
- additional vinyl signs making mention of "free" from all feasible arrival directions
- comprehensive price information displayed externally to demonstrate that it is a free attraction
- price displays are of a high quality, professionally produced with corporate branding
- excellent example of a "free" attraction
Pricing is also offered in printed brochures, website, social media and other marketing information.
This looks at the management of the flow of visitors on arrival, through the door, arrival desk and onwards. It also includes peak times and quieter times.
Visitor flow management limits waiting time, clearly defines areas, allows ease of movement and implements a queuing system.
At present, there are no example scores of 10/10, but many a 9/10, so a score of 10 is very much attainable.
- unobstructed and spacious entrance area – allows for comfortable flow in and out of attraction – often will have a separate entrance and exit to prevent congestion
- clearly defined and obvious admissions/reception area/ticket sales point
- ample queuing space with clear indicators as to where visitors should wait
- clear and defined onward route from entrance area to main body of attraction
- if an outdoor attraction, then as above also incorporating some shelter from the elements
Some excellent ideas to improve visitor flow management might include some / all of the following:
- the addition of a driveway booth for ticket sales, or as an additional sales point at peak times
- multiple areas where a ticket can be purchased/information obtained
- having a separate entrance and exit/one-way system
- staff pro-actively assisting visitors
- the simple practice of informing visitors which times are busiest so they can choose when to visit can greatly improve visitor flow management
- additional staff with hand-held ticket machines
- queue entertainment
- declutter arrival space
- large arrival desk, plenty of staff, lowered section of desk, directional advice on floor
- obvious and clear queueing system in place
- spacious entry foyer with various "channels for entry", digital signage for direction
This section covers how staff are presented and that they are identifiable as team members.
This includes the use of high quality fabrics, branding, name badges, smart in overall appearance and outfits appropriate to role and attraction.
Scotch Whisky Experience
- full complement of bespoke, corporate uniform, making use of high-quality fabrics and in excellent condition
- all clothing clean and well-pressed, with staff having a well-groomed appearance
- all staff wearing and having a clearly visible branded name badges of a high quality
The Scottish Crannog Centre
Image credit: The Scottish Crannog Centre
- themed staff outfits, very much in keeping with the attraction
- name badges still worn, however themed – tooled/carved, leather/wooden name badges, again in keeping with nature of the attraction
Looks at the intrinsic quality of décor, flooring, fixtures and fittings, condition and enhancements used. This includes the effective use of and the condition and maintenance of lighting, heating and ventilation.
Clynelish Distillery
Image credit: Clynelish Distillery
- high quality décor with all aspects in excellent condition and with no wear and tear
- pristine paintwork and woodwork
- use of enhancements
- high quality and hard-wearing flooring, appropriate to the heavy use within an arrival environment
- high quality furnishings, all in excellent condition, and co-ordinated in finish
- all fixtures and fittings maintained to a high standard
- ventilation, heating and lighting are all of an outstanding standard and in full working order